Tecknodreams Software Consulting Pvt. Ltd. Leading IT Solutions provider uses SapphireIMS for Monitoring and Service Management

Transcription

1 Tecknodreams Software Consulting Pvt. Ltd. Leading IT Solutions provider uses SapphireIMS for Monitoring and Service Management

2 Company Profile The IT Solutions Company is a leading provider of preventive IT performance management solutions enabling businesses to better leverage their IT operations for growth, profitability, and competitive advantage. The IT Solutions Company has grown to be a global provider of Software and Software as a Service (SaaS) solutions for preventive, application-centric and automated management of IT infrastructures. The IT Solutions Company provides solutions to automate complex application performance management (APM) tasks, labor intensive IT processes, and data center operations. They are available as Software as a Service (SaaS), enterprise licensed software, and as managed services (RIMS+) from their expanding global network of partners. Their customers span the globe and are leaders in their sectors, including: Banking & Insurance, Ecommerce, Manufacturing, IT & Information Technology Enabled Services (ITES). Business Challenge As part of performance management, the predominant challenge the IT Solutions provider faced was to monitor business critical devices like servers, desktops, routers and switches for about fifteen different customers. Apart from performance monitoring, the team had to provide IT service delivery for ITIL processes. Business continuity ensure that the MPLS back bone is available at all times to minimize the business impact due to non-availability of links and interconnectivity between branches Ensure data security as well as control user access across the organization Enforce the various service delivery processes defined across customers and enable the technicians to adhere to the same and deliver through it. Monitor the performance and efficiency of the technicians. Monitor and assess if the service delivery provided by the IT team is as per service level agreements with the ability to measure the SLA s of service delivery Generate Daily performance monitoring reports automatically from the system for different stake-holders (Technician, Manager, CIO, Vendor Manager, etc.) Why SapphireIMS SapphireIMS is the new generation management platform which addresses the ITIL aligned IT service delivery management needs. SapphireIMS is a software based solution. It delivers end-to-end management solution purely based on Industry standards, best practices and innovative Tecknodreams approach to simplify the management. SapphireIMS addresses all the aspects of IT Service Management in-line with ITIL recommendations. The features include Asset Lifecycle management Systems Management TECKNODREAMS SOFTWARE CONSULTING PVT. LTD. PAGE 2

3 Network and Server Availability Management Centralized Service Desk and Knowledge base Application monitoring Plug-In framework Synthetic Transactions (360 degree view) SLA Management Escalations, Fault, Pro-active Notifications (SMS, , etc.) Powerful Reports The modular, distributed system design makes the scalability to handle large distributed IT environment as well as extendibility for add-on customizations simpler. The following diagram depicts the various functional blocks in SapphireIMS. SapphireIMS solution is easy to deploy and manage and does not require extremely trained resource, which is quite critical need for SMB considering the lack of high skilled resource availability, attrition. The automated health monitoring and pro-active alerts from business service, server, network device, application, connectivity assures the CIO s and IT managers to stay in control of their business IT environment all the time. SapphireIMS multi-site feature is a powerful and efficient methodology to manage distributed operations with local manageability control and central view for business decision making. Since SapphireIMS provides service delivery with business monitoring and asset lifecycle management, these features could be easily mapped to the IT solutions work flow framework for smooth functioning of operations. TECKNODREAMS SOFTWARE CONSULTING PVT. LTD. PAGE 3

4 Solution The IT Solutions Company selected SapphireIMS as its partner to implement the service delivery process. Since the technology company has customers in multiple locations, Sapphire MSP architecture was proposed for implementation. SapphireIMS MSP platform has Multi Tenancy feature, wherein it is possible to have multiple customers under the same MSP platform. SapphireIMS MSP platform has Data Security feature, wherein SapphireIMS Probes on the customer s network shall sync-up the data with the Customer specific Server on the MSP side in a secure manner. So, each customer has the data integrity right from provisioning to storing separate schema gets provisioned for each customer. SapphireIMS has Access Control feature to limit MSP technicians specific access to the customer(s) SapphireIMS MSP platform has Disaster Recovery feature, where a complete dump of SapphireIMS and customer related schemas from the primary setup is synchronized to a disaster recovery backup store. TECKNODREAMS SOFTWARE CONSULTING PVT. LTD. PAGE 4

5 Service Delivery Process 1. The IT Solutions Company is using SapphireIMS to facilitate service delivery management of ITIL processes, IT incident management, IT Change Management, Service Request Fulfillment and IT Problem Management. The service delivery framework provided by the IT Solutions Company was mapped into the SapphireIMS work flow framework. 2. Each customer process is mapped as a unique work flow in SapphireIMS. The project based configuration model supported in SapphireIMS ensured that each distinct business process has its own configurations, user access, work flows etc. 3. The service catalog, a list of standard services was prepared and published. This was mapped to the response and resolution time of service level agreements as defined in the system. 4. SLA monitoring, Escalation and threshold notifications for measuring the service delivery performance were defined. Key stake holders were set as escalation points at various levels. Business Continuity and Monitoring 1. All the business critical services of the telecommunications company which includes the availability of the MPLS cloud/ critical servers/ links etc were configured for pro-active monitoring of critical parameters. These include service monitoring (Example: monitoring ping poller service), device monitoring (Example: router, switches) and critical devices monitoring. 2. Standard thresholds for these parameters were defined, and upon any aberration, the same was reported as an alarm. The alarm is sent by as well as SMS to the support engineers. This is to ensure that the telecommunications company can escalate the same to the concerned authorities and request them to take corrective actions. TECKNODREAMS SOFTWARE CONSULTING PVT. LTD. PAGE 5

6 3. Different servers such as database server and application server were configured to distribute load on servers. MIS Reports MIS reports were configured as monthly and weekly reports Summary SapphireIMS has helped the IT Solutions Company to monitor IT infrastructure across the organization as well as streamline IT services management For more details contact: Tecknodreams Software Consulting Pvt. Ltd. #91 & 92, Hemachandra Complex, 7th Main, 4th Block, Jayanagar 4th Block, Bangalore Phone number: / Fax number: sales@sapphireims.com TECKNODREAMS SOFTWARE CONSULTING PVT. LTD. PAGE 6